Automated dynamic content scheduler

ABSTRACT

According to some embodiments, a selection server is in communication with a potential communication device database and a currently participating device database, the potential communication device database storing information about communication devices associated with a transition from a first state to a second state, including at least one communication address associated with each communication device. The selection server may automatically identify a communication device as meeting a pre-determined criteria and copy information about the identified communication device from the potential communication device database to the currently participating device database. A scheduling server may automatically schedule a series of communication events between a monitoring device and the identified communication device and arrange for a communication link to be established for each of the scheduled series of communication events until a transition from the second state back to the first state is detected for the identified communication device.

FIELD

The present invention relates to computer systems and more particularlyto computer systems that are utilized in connection with automaticallyscheduling content.

BACKGROUND

In applications associated with distributed communication networks, itmay be important to help facilitate and/or determine when one or morecommunication devices transition from a second state back into a firststate. Such information can, for example, be used to take remedial stepsto hasten the communication device's return to the first state and/orallow an enterprise to take other steps in anticipation of thecommunication device not returning to the first state in the nearfuture. Facilitating a return to the first state, however, can be a timeconsuming and error prone task—especially when there are a substantialnumber of communication devices. It would therefore be desirable toprovide systems and methods to facilitate a communication device'sability to transition back to a first state.

SUMMARY

A system is disclosed wherein a selection server is in communicationwith a potential communication device database and a currentlyparticipating device database, the potential communication devicedatabase storing information about communication devices associated witha transition from a first state to a second state, including at leastone communication address associated with each communication device. Theselection server may automatically identify a communication device asmeeting a pre-determined criteria and copy information about theidentified communication device from the potential communication devicedatabase to the currently participating device database. A schedulingserver may automatically schedule a series of communication eventsbetween a monitoring device and the identified communication device andarrange for a communication link to be established for each of thescheduled series of communication events until a transition from thesecond state back to the first state is detected for the identifiedcommunication device.

By facilitating a communication device's ability to transition back to afirst state, embodiments may provide improved data exchange over adistributed communication network.

With these and other advantages and features of the invention that willbecome hereinafter apparent, the invention may be more clearlyunderstood by reference to the following detailed description of theinvention, the appended claims, and the drawings attached hereto.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a high level block diagram that illustrates a system inaccordance with some embodiments.

FIG. 2 is a flow chart that illustrates a selection server process thatmay be performed according to some embodiments.

FIG. 3 is a flow chart that illustrates a scheduling server process thatmay be performed according to some embodiments.

FIG. 4 is a block diagram that illustrates aspects of a computer systemprovided in accordance with some embodiments of the invention.

FIG. 5 is an information flow diagram illustrating a process that may beperformed in accordance with some embodiments.

FIG. 6 illustrates an ill or injured individual's transition inaccording to some embodiments.

FIG. 7 is a graphical user interface of an ill or injured individualreview display in accordance with some embodiments.

FIG. 8 is a block diagram that illustrates a recovery server or platformin accordance with some embodiments.

FIG. 9 is a tabular portion of a currently participating device databasethat might be provided in accordance with some embodiments.

FIG. 10 is a tabular portion of a scheduled communication event databasethat might be provided in accordance with some embodiments.

FIG. 11 illustrates a system that may be associated with a predictivemodel according to some embodiments.

FIG. 12 is display illustrating a portion of a monitoring deviceinterface that might be provided via a tablet computer or other suchelectronic device in accordance with any of the embodiments describedherein.

DETAILED DESCRIPTION

The present invention provides significant technical improvements tofacilitate a communication device's ability to transition back to afirst state. The present invention is directed to more than merely acomputer implementation of a routine or conventional activity previouslyknown in the industry as it significantly advances the technicalefficiency, access and/or accuracy of data created by devices describedin connection with some embodiments by implementing a specific newmethod and system as defined herein. The present invention is a specificadvancement in the areas of selection server, scheduling servers, and/ormonitoring by providing technical benefits in data accuracy, dataavailability, data transparency, and data integrity and such advancesare not merely a longstanding commercial practice. The present inventionprovides improvement beyond a mere generic computer implementation as itinvolves the processing and conversion of significant amounts of data ina new beneficial manner as well as the interaction of a variety ofspecialized back-end, client, and/or third-party systems, networks, andsubsystems. For example, in the present invention information may betransmitted to automatically schedule communication links withidentified communication devices, and such events may be facilitated asappropriate in an accurate and transparent manner.

Some embodiments described herein may facilitate a communicationdevice's ability to transition back to a first state. Further, someembodiments may provide a mechanism that automates an interface thatmight be used, for example, by operators and/or administrators of anenterprise computer server and/or a monitoring device. FIG. 1 is blockdiagram of a system 100 according to some embodiments of the presentinvention. In particular, the system 100 includes a selection server140, coupled to a potential communication device database 110, thatexchanges information with a scheduling server 150, either of which maystore information into and/or retrieve information from currentlyparticipating device database 120.

The selection server 140 and/or scheduling server 150 might be, forexample, associated with a Personal Computers (“PC”), a web portal, alaptop computer, an enterprise server, a server farm, and/or a databaseor similar storage devices. The selection server 140 and/or schedulingserver 150 may, according to some embodiments, further include a rulesengine and/or rendering component as described herein.

According to some embodiments, an “automated” selection server 140and/or scheduling server 150 may help facilitate communications betweena monitoring device 160 and an identified communication device 170 tofacilitate a return to a first state by the identified communicationdevice 170. For example, the selection server 140 and/or schedulingserver 150 may automatically establish communication links between themonitoring device 160 and the identified communication device 170 (e.g.,on a weekly basis). As used herein, the terms “automated” and“automatically” may refer to, for example, actions that can be performedwith little (or no) intervention by a human.

As used herein, devices, including those associated with the selectionserver 140 and/or scheduling server 150 (or any other device describedherein), may exchange information via any distributed communicationnetwork which may be one or more of a Local Area Network (“LAN”), aMetropolitan Area Network (“MAN”), a Wide Area Network (“WAN”), aproprietary network, a Public Switched Telephone Network (“PSTN”), aWireless Application Protocol (“WAP”) network, a Bluetooth network, awireless LAN network, and/or an Internet Protocol (“IP”) network such asthe Internet, an intranet, or an extranet. Note that any devicesdescribed herein may communicate via one or more such communicationnetworks.

The selection server 140 and/or scheduling server 150 may storeinformation into and/or retrieve information from the databases 110,120. The databases 110, 120 might be locally stored or reside remotefrom the selection server 140 and/or scheduling server 150. According tosome embodiments, the selection server 140 and/or scheduling server 150exchanges information about information in the databases 110 120, suchas by forwarding an electronic file or signal to an electronictransaction system, an electronic messaging communication server, and/oran external platform (e.g., a workflow management system, calendarapplication, etc.).

Note that the selection server 140 and scheduling server 150 mightcommunicate via one or more communication ports 142, 152. Further notethat these ports 142, 152 might comprise a single device, might provideelectronic security measures for a distributed communication network(e.g., a firewall), and/or might provide load balancing services (e.g.,arranging for multiple processors and/or programming instances toprocess information simultaneously) according to some embodiments.

Although a single selection server 140 and scheduling server 150 areshown in FIG. 1, any number of such devices may be included. Moreover,various devices described herein might be combined according toembodiments of the present invention. For example, in some embodiments,the selection server 140 and scheduling server 150 might be co-locatedand/or may comprise a single apparatus.

FIG. 2 illustrates a method that might be performed, for example, by theselection server of the system 100 described with respect to FIG. 1according to some embodiments. The flow charts described herein do notimply a fixed order to the steps, and embodiments of the presentinvention may be practiced in any order that is practicable. Note thatany of the methods described herein may be performed by hardware,software, or any combination of these approaches. For example, acomputer-readable storage medium may store thereon instructions thatwhen executed by a machine result in performance according to any of theembodiments described herein.

At 210, a selection server, in communication with a potentialcommunication device database and a currently participating devicedatabase, may access information in the potential communicationdatabase. The potential communication device database may, for example,store information about a plurality of communication devices associatedwith a transition from a first state to a second state, including atleast one communication address associated with each communicationdevice. As used herein, the phrase “communication device” might referto, for example, a telephone, a personal computer, a smartphone, asmartwatch, a table computer, and/or a chat interface (e.g., adapted toexchange text, audio, and/or video messages).

At 220, the selection server may automatically identify a communicationdevice as meeting a pre-determined criteria. For example, a sub-set ofthe communication devices might be identified as currently being in thesecond state and having characteristics indicating that a series ofcommunication events with the communication device might encourage atransition back to the first state. At 230, the selection server maycopy information about the identified communication device from thepotential communication device database to the currently participatingdevice database.

FIG. 3 illustrates a method that might be performed, for example, by thescheduling server 150 of the system 100 described with respect to FIG. 1according to some embodiments. At 310, the scheduling server (which maybe coupled to the currently participating device database) mightautomatically schedule a series of communication events between amonitoring device and the identified communication device, using thecommunication address, via a distributed communication network (e.g., aPSTN, the Internet, and/or a web portal). At 320, the scheduling servermay arrange for a communication link to be established in accordancewith each of the scheduled series of communication events until atransition from the second state back to the first state is detected forthe identified communication device. According to some embodiments, thescheduling server may also automatically arrange for a physical item tobe delivered to a postal address associated with the communicationdevice in connection with at least some of the scheduled series ofcommunication events.

Some embodiments described herein might be associated with, for example,an ill or injured individual. The ill or injured individual might beassociated with, for example, an injured worker (e.g., someone who ismissing work due to illness or injury), workers' compensation insurance,group benefits insurance (e.g., short or long term disabilityinsurance), automobile insurance, etc. For example, FIG. 4 is blockdiagram of a computer system 400 according to such embodiments of thepresent invention. As before, the system 400 includes a selection server440, coupled to a potential ill or injured individual database 410, thatexchanges information with a scheduling server 450, either of which maystore information into and/or retrieve information from a currentlyparticipating ill or injured individual database 420.

The selection server 440 and/or scheduling server 450 might be, forexample, associated with a PC, a web portal, a laptop computer, anenterprise server, a server farm, and/or a database or similar storagedevices. The selection server 440 and/or scheduling server 450 may,according to some embodiments, further include a rules engine and/orrendering component as described herein.

According to some embodiments, an automated selection server 440 and/orscheduling server 450 may help facilitate communications between amonitoring device, such as a telephone associated with a recovery coach460 (e.g., a return to work coach or other type of couch), and anidentified communication device associated with an ill or injuredindividual 470 to facilitate a return to a “first state” (from a “secondstate”) by the identified disabled individual 470. In this example, thefirst state is associated with an “at work” or “functional” status andthe second state is associated with a “not at work” or “non-fullyfunctional” status. Note that in some embodiments, at least oneintermediate state may exist between the “at work” or “fully functional”and “not at work” or “non-fully functional” states, such as a “modifiedwork duty” or “partially functional” state. The selection server 440and/or scheduling server 450 may automatically establish communicationlinks between the recovery coach 460 (e.g., a return to function coach)and the ill or injured individual 470 (e.g., on a weekly basis).

Note that the selection server 440 and scheduling server 450 mightcommunicate via one or more communication ports 442, 452. Further notethat these ports 442, 452 might comprise a single device, might provideelectronic security measures for a distributed communication network(e.g., a firewall), and/or might provide load balancing services (e.g.,arranging for multiple processors and/or programming instances toprocess information simultaneously) according to some embodiments.

Although a single selection server 440 and scheduling server 450 areshown in FIG. 4, any number of such devices may be included. Moreover,various devices described herein might be combined according toembodiments of the present invention. For example, in some embodiments,the selection server 440 and scheduling server 450 might be co-locatedand/or may comprise a single apparatus.

According to some embodiments, the selection server 440 may accessinformation in the potential ill or injured individual database 410. Thepotential ill or injured individual database 410 may, for example, storeinformation about a plurality of individuals associated with atransition from an “at work” to a “not at work” state or from a “fullyfunctional” to “non-fully functional” state, including at least onecommunication address (e.g., telephone number, email address, etc.)associated with each individual.

The selection server 440 may automatically identify an ill or injuredindividual 470 as meeting a pre-determined criteria. For example, asub-set of the ill or injured individuals might be identified ascurrently being “not at work” or “non-fully functional” and havingcharacteristic indicating that a series of communication events with thedisabled individual 470 might encourage a transition back to the “atwork” or “fully functional” state. The pre-determined criteria might beassociated with, for example, a geographic location (e.g., a recoverycoach 460 might be more suitable in some US states as compared to otherjurisdictions), a length of time in a “not at work” or “non-fullyfunctional” status, a type of injury (e.g., a recovery coach 460 orreturn to function coach might be more suitable for individual's withback injuries as compared to other physical problems), whether or notthe ill or injured individual's attorney approval may be required, alanguage spoken (e.g., does the ill or injured individual 470 speakEnglish?), a “behavioral flag,” and/or a risk score. As used herein, thephrase, “behavioral flag” or “behavioral characteristic” might refer to,for example, a “yellow flag” such as an expectation (e.g., the ill orinjured individual 470 assumes he or she will not return to work or fullfunctionality for longer than a predetermined threshold period of time,such as 10 days), a belief (e.g., that something must be seriouslywrong), catastrophic thinking (e.g., that he or she will never return towork or full functionality—or some other worst-case scenario), fear(e.g., of re-injury or loss of income), perceived injustice (e.g., whydid this have to happen to me?), passivity (e.g., an over-emphasis onwhat other parties will do for the ill or injured individual 470),and/or a lack of coping skills (e.g., managing time, goals, stress,anger, and/or sleep habits). Note than an increased presence of yellowflags may indicate that a particular ill or injured individual may findthe recovery program especially helpful. The selection server 440 maythen copy information about the identified ill or injured individual 470from the potential ill or injured individual database 410 to thecurrently participating ill or injured individual database 420.

The scheduling server 450 might automatically schedule a series ofcommunication events between a monitoring device associated with therecovery coach 460 and the identified ill or injured individual 470,using the communication address, via a distributed communication network(e.g., a PSTN, Internet, and/or web portal). The scheduling server 450may arrange for a communication link to be established in accordancewith each of the scheduled series of communication events until atransition from the “not at work” or “non-fully functional” state backto the “at work” or “fully functional” state is detected for theidentified ill or injured individual 470. The recovery coach 460 might,for example, use the series of communications with the ill or injuredindividual to encourage physical activity, social activity, and/orcognitive activity. According to some embodiments, a softwareapplication 472 is associated with the communication device of the illor injured individual 470. The software application 472 might include,for example, workbook materials, training media, activity trackingfeatures, and/or goal tracking functionality.

According to some embodiments, the scheduling server 450 may alsoautomatically arrange for a physical item to be delivered to a postaladdress or an electronic address associated with the ill or injuredindividual 470 in connection with at least some of the scheduled seriesof communication events. This might be arranged, for example, bytransmitting one or more electronic records from the scheduling server450 to a fulfilment center 480 adapted to facilitate such deliveries. Byway of examples only, the scheduling server 450 might automaticallyarrange for a physical workbook to be delivered in connection with thefirst of the scheduled series of communication events. As otherexamples, the physical item might include an activity tracking device, awater bottle, a wrist band, a stress ball, a sleeping mask, a cap orvisor, training media (e.g., a CD containing instructional material),and a certificate of completion (e.g., indicating that the ill orinjured individual has successfully completely participating in theprogram). Note that the item delivered from to the ill or injuredindividual 470 might, according to some embodiments, comprise anelectronic delivery of materials (e.g., an audio file might bedownloaded to a smartphone associated with the ill or injured individual470).

FIG. 5 is an information flow diagram illustrating a 10 weekintervention process 500 that may be performed in accordance with someembodiments. The process 500 might be initiated, for example, after apre-determined specified disability duration (e.g., 21 days of missedwork). At 510, it may be determined if a coaching event is approved,such as by determining if the ill or injured individual meets one ormore pre-determined criteria. If the event is not approved at 510, theprocess 500 ends at 512. If the event is approved at 510, it isdetermined if the ill or injured individual agrees to participate at520. If the ill or injured individual does not agree to participate at520, the process 500 ends at 512.

If the ill or injured individual agrees to participate at 520, a welcomekit may be mailed to the ill or injured individual (e.g., including apedometer, wristband, and relaxation CD), the intervention may begin at530 (e.g., at week 1), and an initial report and/or assessment may begenerated. Weekly calls may be continued in weeks 2 through 10.According to some embodiments, other materials (e.g., a sleep maskand/or stress ball) might be mailed to the ill or injured individualduring this time. At 550, an interim report or assessment may begenerated and weekly calls may continue for weeks 6 through 10. A finalcall with the ill or injured individual may be made at 560, surveyinformation may be collected, and the ill or injured individual may bedischarged from the program with a final report. According to someembodiments, a graduation certificate, visor/baseball cap, activitytracker, and water bottle may also be mailed to the ill or injuredindividual at this point.

FIG. 6 illustrates an ill or injured individual's transition 600 inaccording to some embodiments. In particular, the ill or injuredindividual's level of activity 610 may transition from a current state620 (not at work or non-fully functional), to a modified function status630 (modified work state), to a full function status 640 (full workstate), and—eventually, to an end result of a normal state 650 (fullyfunctional work state or pre-morbid function status). During thetransition, the recovery coach may encourage activities (e.g., physical,social, and/or cognitive activities), encourage and help with the ill orinjured individual's schedule, and/or encourage and/or promote the illor injured individual's behavioral skills.

FIG. 7 is a graphical user interface of an ill or injured individualreview display 700 in accordance with some embodiments. In particular, anurse or recovery coach might use the display to answer questions 710about the ill or injured individual (e.g., via graphical selections720), such as questions about his or her fear of re-injury, fearsassociated with employment status or return to full function,unfairness, an inactive role in recovery, catastrophic thinking, etc.

In general, and for the purposes of introducing concepts of embodimentsof the present invention, a computer system may be utilized to directemployees or vendors to conduct return-to-work or return-to-functionalcommunications relating to insurance policies and/or to claims. Notethat embodiments may be implemented via a computer system operated by aninsurance company or third-party that may be associated with, forexample, workers' compensation, automobile liability, and/or groupbenefits insurance policies.

The computer system may include a database storage module. In terms ofits hardware the data storage module may be conventional, and may becomposed, for example, by one or more magnetic hard disk drives. Afunction performed by the data storage module in the computer system isto receive, store and provide access to files relating to ill or injuredindividuals. The computer system may also include a distributed datacommunication network to which the data storage module is coupled. Thedata communication network may, for example, be conventional in itsconstruction and functionality, and may serve as an “intranet” for theinsurance company. In some embodiments, the data communication networkmay also incorporate and/or be connected to a public data communicationnetwork, such as the Internet.

The computer system may further include a number of terminals that maybe employed by employees of the insurance company and/or a third partywho are assigned to conduct communications in regard to the company'shandling of insurance claims. As will be seen, the terminals may beconstituted by conventional PCs coupled to the data communicationnetwork. One function that may be performed by the terminals is tocommunicate with ill or injured individuals' communication devices.

In addition, the computer system may include a data acquisitionprocessor that is also coupled to the data communication network. Thedata acquisition processor may be constituted by one or moreconventional microprocessors included in one or more server computersthat may be programmed to function in accordance with the presentinvention. The data acquisition processor may function to receiveinformation from the terminals (via the data communication network) andto store the data in the database storage module. The data acquisitionprocessor may also classify the data source feedback responses as towhether the responses are satisfactory, unsatisfactory, indicative ofdata source loyalty, etc. The data acquisition processor may alsogenerate alert messages to be sent to recovery coaches and/or teamleaders and batches of electronic files to be transmitted on a periodicbasis (e.g., daily basis).

Moreover, the computer system may include a workflow router that iscoupled to the data communication network and thus is in communication,at least from time to time, with the data acquisition processor. Theworkflow router may be constituted by one or more conventionalmicroprocessors that may for example be included in one or moreconventional server computers. For example, the workflow router may atleast partially overlap with the data acquisition processor. Theworkflow router may operate to route, to the terminals, communicationlinks to ill or injured individuals. In some embodiments, the workflowrouter may also operate to capture and record actions taken by recoverycoaches.

FIG. 8 is a block diagram that illustrates a recovery server 800. In itshardware aspects the recovery server 800 (such as a return to work or areturn to function server) may be entirely conventional, but programmedto provide functionality as described herein.

As depicted, the recovery server 800 includes a computer processor 801operatively coupled to a communication device 802, a storage device 804,an input device or devices 806 and an output device 808. Thecommunication device 802 may be used to facilitate communication with,for example, other servers/terminals/PCs coupled to a distributed datacommunication network. The input device(s) 806 may comprise, forexample, a keyboard, a keypad, a mouse or other pointing device, amicrophone, knob or a switch, an Infra-Red (“IR”) port, a dockingstation, and/or a touch screen. The input device(s) 806 may be used, forexample, to enter information. Output device 808 may comprise, forexample, a display (e.g., a display screen), a speaker, and/or aprinter.

Storage device 804 may comprise any appropriate information storagedevice, including combinations of magnetic storage devices (e.g.,magnetic tape and hard disk drives), optical storage devices, and/orsemiconductor memory devices such as Random Access Memory (“RAM”)devices and Read Only Memory (“ROM”) devices.

The storage device 804 stores one or more programs or portions ofprograms (at least some of which being indicated by blocks 810 through818) for controlling the processor 801. The processor 801 performsinstructions of the programs, and thereby operates in accordance withthe present invention. In some embodiments, the programs may include aprogram or program module 810 that programs the recovery server 800 toacquire data about ill or injured individuals to be evaluated.

Another program or program module stored on the storage device 804 isindicated at block 812 and is operative to allow the recovery server 800to assign and manage communication links (e.g., telephone calls) withill or injured individuals (e.g., on a weekly basis or other schedule).

Still another program or program module stored on the storage device 804is indicated at block 814. The program (or program module) 814 mayprogram the recovery server 800 to track the progress of the ill orinjured individual's recovery. Such progress may be tracked, forexample, based on the ill or injured individual's self-reported data(e.g., level of function experienced, number of minutes of activityperformed etc.).

Another program/program module 816 programs the recovery server 800 togather, receive, store and analyze workbook results (e.g., resultsentered by an ill or injured individual via a workbook smartphoneapplication or other electronic application) and/or activity trackingdata (e.g., number of steps walked each day).

A further program/program module 818 provides an interface between otherprogram functions of the return to work server 800 and, for example,monitor devices, insurance policy databases, Human Resource (“HR”)databased, etc. According to some embodiments, this program/programmodule 818 may further facilitate the generation of automatic alertsignals based on data received from an ill or injured individual.

There may also be stored in the storage device 804 other software, suchas one or more conventional operating systems, device drivers,communications software, database management software, etc.

Still further, various kinds of data needed for operation of therecovery server 800 may be stored in the storage device 804, includingfor example, a currently participating device database 900 and ascheduled communication database 1000 (including, in some embodiments, arecording of the claimants voice) automatically updated by the processor801.

Referring to FIG. 9, a table is shown that represents a currentlyparticipating device database 900 (e.g., an ill or injured individualdatabase) that may be stored at a scheduling server, tool, or platformaccording to some embodiments. The table may include, for example,entries that may be associated with individuals who have missed work dueto an injury or illness. The table may also define fields 902, 904, 906,908, 910 for each of the entries. The fields 902, 904, 906, 908, 910may, according to some embodiments, specify: an injured/ill personidentifier 902, a communication address or identifier 904, a currentweek 906, a current level of function 908, and a link status 910. Thecurrently participating device database 900 may be created and updated,for example, as information is received from a selection server, adisabled individual, a monitoring device, etc.

The injured/ill person identifier 902 may be, for example, a uniquealphanumeric code identifying a worker who is not at work or non-fullyfunctional due to an injury or illness. The communication address oridentifier 904 may be, for example, a telephone number, email address,etc. that may be used to contact the individual. The current week 906might indicate his or her current progress through an interventionprogram (e.g., he or she is currently in week 3 of a 10 week program).The current level of function 908 might track how the individual isfunctioning (e.g., on a scale from 1 through 10) and the link status 910might indicate that this week's communication is pending, has beenre-scheduled, has been completed, etc.

Referring to FIG. 10, a table is shown that represents a scheduledcommunication event database 1000 (e.g., a scheduled communication eventor telephone call database) that may be stored at a scheduling server,tool, or platform according to some embodiments. The table may include,for example, entries that may be associated with ill or injuredindividuals who are not at work or non-fully functional due to an injuryor illness. The table may also define fields 1002, 1004, 1006, 1008,1010 for each of the entries. The fields 1002, 1004, 1006, 1008, 1010may, according to some embodiments, specify: an ill or injuredindividual identifier 1002, a communication address or identifier 1004,a currently scheduled communication 1006, a next scheduled communication1008, and physical delivery 1010. The scheduled communication eventdatabase 1000 may be created and updated, for example, as information isreceived from a scheduling server, an ill or injured individual, amonitoring device, fulfillment center, etc.

The ill or injured individual identifier 1002 may be, for example, aunique alphanumeric code identifying an ill or injured individual who isnot at work or non-fully functional due to an injury or illness and maybe based on or associated with the injured/ill person identifier 902 inthe currently participating device database 900. The communicationaddress or identifier 1004 may be, for example, a telephone number,email address, etc. that may be used to contact the ill or injuredindividual and may be based on or associated with the communicationidentifier 904 in the currently participating device database 900. Thecurrently scheduled communication 1006 might, for example, indicate whena recovery coach will call the ill or injured individual (e.g., a dateand time). The next scheduled communication 1008 might indicate the nextcommunication link that is scheduled (e.g., and may be, for example, oneweek after the currently scheduled communication 1006). The delivery1010 might indicate a workbook, letter, or package that will bedelivered to the disabled individual by postal mail/electronic means inconnection with the currently scheduled communication 1006 or the nextscheduled communication 1008.

Thus, embodiments may let a selection server facilitate assistance bylooking for one or more “yellow flags” that might be associated withbehavioral risk factors that may trigger the insurance company toidentify and/or intervene to help an ill or injured individual. Notethat a recovery coach might not ask about pain, but instead focus onfunction (instead of pain): such as by asking “What have you been doingthis week?” By directing the ill or injured individual to think aboutfunction instead of pain, his or her recovery may be improved. Therecovery coach might ask an ill or injured individual, for example, torate his or her level of function on a scale from 0 to 10 (with 0 beingin a coma and 10 being an ability to do everything he or she would liketo do). Note that a recovery coach may avoid answering claim or clinicalquestions (the coach might not verify payment schedule, compensabilityquestions, Utilization Review (“UR”) decisions, medicaltreatment/appointments, Durable Medical Equipment (“DME”) issues,pharmacy issues, etc.). Coaches may also avoid providing opinionsregarding medical treatment, providers, claim handler/Nurse Care Manager(“NCM”) performance, jurisdictional questions, etc. Instead, therecovery coach may focus on weekly topics (stress or anger management),progress, scheduling issues, issues with toolkits and/or workbook, coachperformance, etc.

According to some embodiments, specific claim file attributes may beused by a selection server to identify ill or injured individuals whomay be candidates for an intervention program. Such attributes mightinclude, for example, a jurisdiction (e.g., a case is covered by NewJersey workers' compensation regulations), an amount of lost time (e.g.,out of work at least 21 days), a lack of planned clinical intervention(e.g., surgery), an ill or injured worker investigation has beencompleted, whether the injured worker speaks English or some otherlanguage, whether the ill or injured individual's attorney approval maybe required, whether or not one or more psychosocial risk factors arepresent, etc.

When gathering information, a claim handler, analyst, or other partymight capture important risk factors in the course of interaction with aclaimant. For example, the claim handler might note yellow flags.Similarly, a triage consultant or clinician might document yellow flags.A coach or team leader may then review the gathered material todetermine if the ill or injured individual should participate in theprogram. The yellow flags might include a claim handler, analyst, orother party noting that an ill or injured individual has expressed oneor more of the following: an expected return to work of greater than 10days, a fear of re-injury, activity, loss of income/ability to paybills, fear associated with work/employment status, a perception ofinjustice, an inactive role in recovery, catastrophic thinking, anger,sleep concerns, and/or stress.

When enrolled, an ill or injured individual may receive an introductoryor interim toolkit that may include materials such as a sleep mask, astress ball, and a workbook. The workbook might be associated withweekly topics, such as: the individual's story, the individual's future,recovering at work, the individual's pain, the individual's activity,stress, sleep, thinking, anger, flare-ups, activity tracking, thoughttracking, etc. Upon program completion, the ill or injured individualmay receive materials, such as a graduation certificate, avisor/baseball cap, and/or other materials.

According to some embodiments, an ill or injured individual may besubject to a risk assessment score (e.g., during weeks 1, 5, and 10 of a10 week program). The scores may, for example, be included in a coachreport and may reflect either a high risk category or a low riskcategory. Some examples of risk assessment issues may includeindications that an ill or injured individual has: pain that has spreadin the last two weeks, only walked short distances because of theinjury, dressed more slowly than usual, felt that his or her pain isterrible and is never going to improve, not enjoyed the things he or sheused to enjoy, etc.

According to some embodiments, the system may electronically storerecords associated with an ill or injured individual. For example, thefollowing “internal only” file notes might be viewable by claim staff:telephone calls (attended, attempted, and/or rescheduled calls), aninitial report, an interim report, a final report and/or dischargenotes, roundtable findings, distribution of kits, sentinel events,discrepancies in mechanism of injury, significant clinical changes,surgery, new injuries, changes in diagnosis or condition, whether thedisabled individual's attorney approval may be required, a return towork, availability, existence of a second job, claim settlement, etc.

According to some embodiments, one or more predictive models may be usedto select ill or injured individuals for program participation and/or toschedule communications with ill or injured individuals. Features ofsome embodiments associated with a predictive model will now bedescribed by first referring to FIG. 11. FIG. 11 is a partiallyfunctional block diagram that illustrates aspects of a computer system1100 provided in accordance with some embodiments of the invention. Forpresent purposes it will be assumed that the computer system 1100 isoperated by an insurance company (not separately shown) for the purposeof supporting automated selections and scheduling indications.

The computer system 1100 includes a data storage module 1102. In termsof its hardware the data storage module 1102 may be conventional, andmay be composed, for example, by one or more magnetic hard disk drives.A function performed by the data storage module 1102 in the computersystem 1100 is to receive, store and provide access to both historicaltransaction data (reference numeral 1104) and current transaction data(reference numeral 1106). As described in more detail below, thehistorical transaction data 1104 is employed to train a predictive modelto provide an output that indicates a recommendation of acceptance ofill or injured individuals, and the current transaction data 1106 isthereafter analyzed by the predictive model. Moreover, as time goes by,and results become known from processing current transactions, at leastsome of the current transactions may be used to perform further trainingof the predictive model. Consequently, the predictive model may therebyadapt itself to changing recommendation results.

Either the historical transaction data 1104 or the current transactiondata 1106 might include, according to some embodiments, determinate andindeterminate data. As used herein and in the appended claims,“determinate data” refers to verifiable facts such as the an age of ahome; an automobile type; a policy date or other date; a driver age; atime of day; a day of the week; a geographic location, address or ZIPcode; and a policy number.

As used herein, “indeterminate data” refers to data or other informationthat is not in a predetermined format and/or location in a data recordor data form. Examples of indeterminate data include narrative speech ortext, information in descriptive notes fields and signal characteristicsin audible voice data files (e.g., which might be associated withidentifying one or more “yellow flags”).

The determinate data may come from one or more determinate data sources1108 that are included in the computer system 1100 and are coupled tothe data storage module 1102. The determinate data may include “hard”data like a claimant's name, date of birth, social security number, typeof injury, job title, policy number, address, etc. One possible sourceof the determinate data may be the insurance company's policy databaseand/or employer's HR database (not separately indicated).

The indeterminate data may originate from one or more indeterminate datasources 1110, and may be extracted from raw files or the like by one ormore indeterminate data capture modules 1112. Both the indeterminatedata source(s) 1110 and the indeterminate data capture module(s) 1112may be included in the computer system 1100 and coupled directly orindirectly to the data storage module 1102. Examples of theindeterminate data source(s) 1110 may include data storage facilitiesfor document images, for text files, and digitized recorded voice files.Examples of the indeterminate data capture module(s) 1112 may includeone or more optical character readers, a speech recognition device(i.e., speech-to-text conversion), a computer or computers programmed toperform natural language processing, a computer or computers programmedto identify and extract information from narrative text files, acomputer or computers programmed to detect key words in text files, anda computer or computers programmed to detect indeterminate dataregarding an individual.

The computer system 1100 also may include a computer processor 1114. Thecomputer processor 1114 may include one or more conventionalmicroprocessors and may operate to execute programmed instructions toprovide functionality as described herein. Among other functions, thecomputer processor 1114 may store and retrieve historical insurancetransaction data 1104 and current transaction data 1106 in and from thedata storage module 1102. Thus the computer processor 1114 may becoupled to the data storage module 1102.

The computer system 1100 may further include a program memory 1116 thatis coupled to the computer processor 1114. The program memory 1116 mayinclude one or more fixed storage devices, such as one or more hard diskdrives, and one or more volatile storage devices, such as RAM devices.The program memory 1116 may be at least partially integrated with thedata storage module 1102. The program memory 1116 may store one or moreapplication programs, an operating system, device drivers, etc., all ofwhich may contain program instruction steps for execution by thecomputer processor 1114.

The computer system 1100 further includes a predictive model component1118. In certain practical embodiments of the computer system 1100, thepredictive model component 1118 may effectively be implemented via thecomputer processor 1114, one or more application programs stored in theprogram memory 1116, and computer stored as a result of trainingoperations based on the historical transaction data 1104 (and possiblyalso data received from a third party). In some embodiments, dataarising from model training may be stored in the data storage module1102, or in a separate computer store (not separately shown). A functionof the predictive model component 1118 may be to determine appropriaterecommendations of participation in a recovery program for ill orinjured individuals (or how communications with ill or injuredindividuals should be scheduled). The predictive model component may bedirectly or indirectly coupled to the data storage module 1102.

The predictive model component 1118 may operate generally in accordancewith conventional principles for predictive models, except, as notedherein, for at least some of the types of data to which the predictivemodel component is applied. Those who are skilled in the art aregenerally familiar with programming of predictive models. It is withinthe abilities of those who are skilled in the art, if guided by theteachings of this disclosure, to program a predictive model to operateas described herein.

Still further, the computer system 1100 includes a model trainingcomponent 1120. The model training component 1120 may be coupled to thecomputer processor 1114 (directly or indirectly) and may have thefunction of training the predictive model component 1118 based on thehistorical transaction data 1104 and/or information about potentialinsureds. (As will be understood from previous discussion, the modeltraining component 1120 may further train the predictive model component1118 as further relevant data becomes available.) The model trainingcomponent 1120 may be embodied at least in part by the computerprocessor 1114 and one or more application programs stored in theprogram memory 1116. Thus the training of the predictive model component1118 by the model training component 1120 may occur in accordance withprogram instructions stored in the program memory 1116 and executed bythe computer processor 1114.

In addition, the computer system 1100 may include an output device 1122.The output device 1122 may be coupled to the computer processor 1114. Afunction of the output device 1122 may be to provide an output that isindicative of (as determined by the trained predictive model component1118) particular recommendations. The output may be generated by thecomputer processor 1114 in accordance with program instructions storedin the program memory 1116 and executed by the computer processor 1114.More specifically, the output may be generated by the computer processor1114 in response to applying the data for the current ill or injuredindividual to the trained predictive model component 1118. The outputmay, for example, be a “yes” or “no” indication or a numerical rating.In some embodiments, the output device 1122 may be implemented by asuitable program or program module executed by the computer processor1114 in response to operation of the predictive model component 1118.

Still further, the computer system 1100 may include a selection and/orscheduling tool or module 1124. The selection and/or scheduling tool ormodule 1124 may be implemented in some embodiments by a software moduleexecuted by the computer processor 1114. The selection and/or schedulingtool or module 1124 may have the function of rendering a portion of thedisplay on the output device 1122. Thus the selection and/or schedulingtool or module 1124 may be coupled, at least functionally, to the outputdevice 1122. In some embodiments, for example, the selection and/orscheduling tool or module 1124 may direct workflow by referring, to aselection and/or scheduling platform 1126, current recommendationresults generated by the predictive model component 1118 and found to beassociated with various results or scores. In some embodiments, theserecommendations may be provided to monitoring 1128 that may be used by areturn to work coach to talk with injured workers.

Although specific hardware and data configurations have been describedherein, note that any number of other configurations may be provided inaccordance with embodiments of the present invention (e.g., some of theinformation associated with the databases described herein may becombined or stored in external systems). Additionally, one or more ofthe elements described herein may be practiced in a distributed cloudcomputing environment where tasks are performed by logically orphysically remote processing devices that are linked through one or morecommunications networks. For example, FIG. 12 illustrates a handheldtablet 1200 injured worker selection display according to someembodiments described herein. In particular, the handheld tablet 1200 isdisplaying a set of factors 1210 that might be selected and then used todetermine whether or not a particular ill or injured individual shouldparticulate in a recovery program.

The present invention has been described in terms of several embodimentssolely for the purpose of illustration. Persons skilled in the art willrecognize from this description that the invention is not limited to theembodiments described, but may be practiced with modifications andalterations limited only by the spirit and scope of the appended claims.

What is claimed is:
 1. A system for improved device selection and dataexchange over a distributed communications network, comprising: (a) apotential communication device database storing information about aplurality of communication devices associated with a transition from afirst state to a second state, including at least one communicationaddress associated with each communication device; (b) a currentlyparticipating device database; and (c) a selection server, incommunication with the potential communication device database and thecurrently participating device database, programmed to: (i) accessinformation in the potential communication database, (ii) automaticallyidentify a communication device as meeting a pre-determined criteria,including that the communication device has been in the second state fora threshold period of time and that the communication device exhibits abehavioral characteristic, and (iii) copy information about theidentified communication device from the potential communication devicedatabase to the currently participating device database; and (d) ascheduling server, coupled to the currently participating devicedatabase, programmed to: (iv) automatically schedule a series ofcommunication events between a monitoring device and the identifiedcommunication device, using the communication address, via thedistributed communication network, and (v) arrange for a communicationlink to be established in accordance with each of the scheduled seriesof communication events until a transition from the second state back tothe first state is detected for the identified communication device. 2.The system of claim 1, wherein the distributed communication network isassociated with at least one of a public switched telephone network, theInternet, and a web portal.
 3. The system of claim 1, wherein theidentified communication device is associated with at least one of: atelephone, a personal computer, a smartphone, a smartwatch, a tablecomputer, and a chat interface.
 4. The system of claim 3, wherein thescheduling server is further programmed to: (vi) automatically arrangefor a physical item to be delivered to a postal address associated withthe communication device in connection with at least some of thescheduled series of communication events.
 5. The system of claim 4,wherein the scheduling server automatically arranges for a physicalworkbook to be delivered in connection with the first of the scheduledseries of communication events.
 6. The system of claim 4, wherein atleast one physical item is associated with at least one of: an activitytracking device, a water bottle, a wrist band, a stress ball, a sleepingmask, a cap or visor, training media, and a certificate of completion.7. The system of claim 3, wherein the identified communication device isassociated with an ill or injured individual, the first state isassociated with an “at work” or “fully functional” status, and thesecond state is associated with a “not at work” or “non-fullyfunctional” status.
 8. The system of claim 7, wherein at least oneintermediate state exists between the “at work” or “fully functional”and “not at work” or “non-fully functional” states, including a“modified work duty” or “partially functional” state.
 9. The system ofclaim 7, wherein the monitoring device is associated with a recoverycoach to encourage at least one of: physical activity, social activity,and cognitive activity.
 10. The system of claim 7, wherein a softwareapplication is associated with the identified communication device, thesoftware application including at least one of: workbook materials,training media, activity tracking features, and goal trackingfunctionality.
 11. The system of claim 10, wherein the softwareapplication communicates with an activity tracking device andinformation about the ill or injured individual's activity is accessibleby the ill or injured individual and the recovery coach via a webportal, and further wherein the activity tracking device measures atleast one of movement and sleep quality.
 12. The system of claim 7,wherein the pre-determined criteria is associated with at least two of:a geographic location, a type of injury, whether the disabledindividual's attorney approval is required, a language spoken, and arisk score.
 13. The system of claim 12, wherein the behavioralcharacteristic is associated with at least one of: an expectation, abelief, catastrophic thinking, fear, perceived injustice, passivity, alack of coping skills, unfairness, anger, sleep issues, and stress. 14.The system of claim 7, wherein the pre-determined criteria is associatedwith a predictive model.
 15. A computer-implemented method for improveddevice selection and data exchange over a distributed communicationsnetwork, comprising: accessing, by a selection server, information in apotential communication database, the potential communication devicedatabase storing information about a plurality of communication devicesassociated with a transition from a first state to a second state,including at least one communication address associated with eachcommunication device; automatically identifying, by the selectionserver, a communication device as meeting a pre-determined criteria,including that the communication device has been in the second state fora threshold period of time and that the communication device exhibits abehavioral characteristic; copying, by the selection server, informationabout the identified communication device from the potentialcommunication device database to a currently participating devicedatabase; automatically scheduling, by a scheduling server, a series ofcommunication events between a monitoring device and the identifiedcommunication device, using the communication address, via thedistributed communication network; and arranging, by the schedulingserver, for a communication link to be established in accordance witheach of the scheduled series of communication events until a transitionfrom the second state back to the first state is detected for theidentified communication device.
 16. The method of claim 15, wherein thedistributed communication network is associated with at least one of apublic switched telephone network, the Internet, and a web portal. 17.The method of claim 15, wherein the identified communication device isassociated with at least one of: a telephone, a personal computer, asmartphone, a smartwatch, a table computer, and a chat interface. 18.The method of claim 17, further comprising: automatically arranging, bythe scheduling server, for a physical item to be delivered to a postaladdress associated with the communication device in connection with atleast some of the scheduled series of communication events.
 19. Themethod of claim 17, wherein the identified communication device isassociated with an ill or injured individual, the first state isassociated with an “at work” or “fully functional” status, and thesecond state is associated with a “not at work” or “non-fullyfunctional” status.
 20. The method of claim 19, wherein the monitoringdevice is associated with a recovery coach to encourage at least one of:physical activity, social activity, and cognitive activity.
 21. Themethod of claim 19, wherein a software application is associated withthe identified communication device, the software application includingat least one of: workbook materials, training media, activity trackingfeatures, and goal tracking functionality.
 22. The method of claim 21,wherein the software application communicates with an activity trackingdevice and information about the ill or injured individual's activity isaccessible by the ill or injured individual and the recovery coach via aweb portal, and further wherein the activity tracking device measures atleast one of movement and sleep quality.
 23. The method of claim 19,wherein the pre-determined criteria is associated with at least two of:a geographic location, a type of injury, whether the disabledindividual's attorney approval is required, a language spoken, and arisk score.
 24. The method of claim 23, wherein the behavioralcharacteristic is associated with at least one of: an expectation, abelief, catastrophic thinking, fear, perceived injustice, passivity, alack of coping skills, unfairness, anger, sleep issues, and stress. 25.The method of claim 19, wherein the pre-determined criteria isassociated with a predictive model.
 26. A system for improving deviceselection and data exchange over a distributed communication network,comprising: (a) a potential communication device database storinginformation about a plurality of communication devices associated with atransition from a first state to a second state, including at least onecommunication address associated with each communication device; (b) acurrently participating device database; and (c) a selection displayrendering engine, in communication with the potential communicationdevice database and the currently participating device database,programmed to: (i) access information in the potential communicationdatabase, (ii) automatically identify a communication device as meetinga pre-determined criteria, including that the communication device hasbeen in the second state for a threshold period of time and that thecommunication device exhibits a behavioral characteristic, (iii) copyinformation about the identified communication device from the potentialcommunication device database to the currently participating devicedatabase, and (iv) render a display to a recovery coach including theautomatically identified communication device; and (d) a schedulingdisplay rending engine, coupled to the currently participating devicedatabase, programmed to: (v) automatically schedule a series ofcommunication events between a monitoring device and the identifiedcommunication device, using the communication address, via thedistributed communication network, (vi) arrange for a communication linkto be established in accordance with each of the scheduled series ofcommunication events until a transition from the second state back tothe first state is detected for the identified communication device, and(vii) render a display to the recovery coach including the automaticallyscheduled series of communication events between the monitoring deviceand the identified communication device.
 27. The system of claim 26,wherein a software application is associated with the identifiedcommunication device, the software application including at least oneof: workbook materials, training media, activity tracking features, andgoal tracking functionality.
 28. The system of claim 27, wherein thesoftware application communicates with an activity tracking device andinformation about an ill or injured individual's activity is accessibleby the ill or injured individual and the recovery coach via a webportal, and further wherein the activity tracking device measures atleast one of movement and sleep quality.